James River Insurance Company

Revdex.com: I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear belowHere is a summary on the PD: The week of Nov9th is when the body-shop assessed the vehicle and found additional damage, damage was over the threshold and it was sent to the appraiser for further handling Dec2nd, I received call from [redacted] w/Custard Adjusters, advising that the vehicle was a total loss That is when [redacted] presented her offer to meDec3rd lawyer sent email to [redacted] re; confirm our conversation, she was still reviewing the additional information as to the value of the vehicle Counsel advised [redacted] to email them once she had that completedNo responseDec7th lawyer sent email to [redacted] after their telephone conversation re; sent her a copy of the vehicle-purchase contract Counsel also advised her that she should have sent them an email advising that she needed additional information, since they spoke to her Thursday Dec3rd and she never mentioned more documents were required for her evaluation of the value of the vehicle They also sent her an email Friday Dec4th, she never responded or advised that additional information was neededOn or about Dec9th [redacted] advised that the offer would remain the sameMy greatest frustration is the time between Novand Dec2, almost an entire MONTH during which I was without transportation and unable to work because of thisThat is the negligence I want documented and addressed by whomever oversees companies like James River and their affiliates Regards, [redacted]

Dear [redacted] : We are in receipt of your inquiry into this claim dated June 19, According to your correspondence, [redacted] has stated that James River Insurance Company (“James River”) has withheld a [redacted] deductible, despite the fact that he was deemed not at fault for the accidentWe provide below a summary of the claim fileThis is an unfortunate case involving disputed liabilityBased on the investigation James River has completed, the other vehicle made an illegal u-turn from the far right lane, causing contactYou were simply proceeding straight in your laneJames River has attempted to contact the other driver’s insurance carrier multiple times to confirm their liability decision; however, so far to date they have not respondedThere is collision coverage available to you for the damages to your vehicle, regardless of fault, which is how your claim for repairs was processedThe Rasier policy at James River carries a [redacted] collision/comprehensive deductible, as indicated on the policy information listed belowPlease review the coverages available under the CA436300CA Business Auto Physical Damage Policy issued to Rasier LLC by James River, Policy Number CA436300CA, effective 03/01/to 03/01/This policy provides the following coverages: Symbol Actual Cash Value or Cost of Repair, Physical Damage Comprehensive Whichever is Less, Minus Coverage [redacted] Deductible For Each Covered Auto, But No Deductible Applies to Loss Caused By Fire or Lightning Claims Department James River Insurance Company West Broad Street, Suite ? Richmond, Virginia ? ? Fax www.jamesriverins.com June 23, Page of Physical Damage Specified Causes of Not applicable Actual Cash Value or Cost of Repair, Loss Whichever is Less, Minus Coverage $ Deductible For Each Covered Auto, for Loss Caused By Mischief or Vandalism Physical Damage Collision Coverage Symbol Actual Cash Value or Cost of Repair, Whichever is Less, Minus [redacted] Deductible For Each Covered Auto Therefore, a [redacted] deductible has been applied to your claim for damages to your vehicleAs previously indicated to you, there is a process called subrogation and/or arbitration, through which James River can attempt to recover both your deductible amount as well as any damages that were paid above the deductible amountUnfortunately, that process can take some timeYour subrogation/arbitration case has been referred to our third party administrator for handling, and has been filed via Arbitration ForumsJames River’s evidence has been submitted, and we are now waiting for the other driver’s insurance carrier to submit their response/evidenceThe due date for them to submit their evidence is July 21, The case is estimated to be heard by an arbitrator (an independent third party), by September 21, James River will do our best to keep you in informed as to any updates or new information in the intervening time, and will let you know as soon as possible once we have been notified that a specific hearing date has been setIn addition, once the outcome/results of the hearing have been communicated to us, that will then be communicated to you as wellJames River, does not waive any of its rights nor does it waive any of the terms, conditions or provisions of the policy of insurance; James River specifically reserves all of its rights and remedies under the policy, and under the statutes and common lawShould you have any additional information for us to consider, please forward it to us as soon as possibleIf you have any questions or wish to discuss any of the above, please do not hesitate to contact me at Tel (804) 281-3377, Fax # (804) 420-or via Email: [email protected], Megan Dalton

Good afternoon, Attached please find our response to the above noted complaint Please do not hesitate to contact me directly should you have any problems opening the attachment or require anything furtherThank you! Meggie D***, AIC, AINS, MHRMClaims Project ManagerJames River Insurance CompanyP.OBox [redacted] , VA ***-***Phone: [redacted] Fax: (***) ***-***

I have been dealing with James River Insurance regarding a claim for property damage from one of their insureds The repair has taken days due to the fact that the original estimate from James River was too low and required supplement payment to complete the repair, which took James River days to approve then they mailed the supplemental check as of day week later no check My car will not be released until the check is received, but James River has told me that my rental car ends today So I have to drop off the rental and not pimy car, so I guess I'm walking home and to work This doesn't seem fair or how insurance companies do business They have been nasty and difficult and I wouldn't recommend them to ANYONE

HorribleI was hit by someone insured by James river insurance cn my wedding week! Timothy B [redacted] was the guy to over see my caseTook forever to answer my wife, waited for weeks to answer backIt wasn't until I kept calling and calling that I heard back from him, not answering phone calls, not returning phone calls, or voicemail, or emailsI went through to speak with his supervisor but she never answered backAfter fighting so much to be heard out my situation was mediocrity solvedUnprofessional and definitely not customer friendly

Dear [redacted] Thank you for helping me out in this case and James River insurance cooperated and I was able to fix my car and they paid for my rental as well.Thank you again for helping me out and resolving this case.Your need in these times is much more required by people to speak to business and get their resolutions.Much gratitude and regards,***

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***
Regards,
*** ***

Dear *** ***: We are in receipt of your inquiry into this claim dated July 17, According to your correspondence, Ms*** has stated that James River Insurance Company (“James River”) has delayed her claim settlement/payment. Please be advised that as a
third-party insurance carrier, James River is under no obligation to accept and/or pay for all the medical bills that Ms*** has incurredJames River retains the right to review all medical treatment/billing and ensure that it is reasonable and related to the incident in questionAs such, James River does have concerns regarding the reasonableness of Ms*** medical treatment so far to date. James River has been in contact with Ms*** consistently over the past several weeks, and we have communicated our concerns to herAt this time, we are still in the process of gathering her full/complete medical documentation in order to properly evaluate her claim. The claims examiner last spoke with Ms*** on August 7, At this time, the examiner fully explained to her the status of her claim and what else was needed to complete the evaluation of her claimAnother representative spoke with Ms*** again on August 8, 2017, and also explained the status to her. James River is simply in need of more information to fully and properly evaluate Ms. *** medical claimWe are working with her diligently to obtain this information as soon as possible so that we can work towards a satisfactory resolution. James River, does not waive any of its rights nor does it waive any of the terms, conditions or provisions of the policy of insurance; James River specifically reserves all of its rights and remedies under the policy, and under the statutes and common law. Claims Department James River Insurance Company M*** D***, AIC, AINS, MHRMClaims Quality Assurance SpecialistJames River Insurance Company*** *** *** ** ***Phone: (804) 281-3377Fax: (804) 420-

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID *** and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***

finally received checkthank you for your help!

Ms***: James River Insurance Company (“James River”) is in receipt of The Revdex.com Complaint *** made by *** ***Your cover letter states that the Complaint was made on 02/23/2015; however, we did not receive your letter until
02/27/Since receiving The Revdex.com Complaint we have reviewed the claim fileBelow is a brief summary of the claim to this point. James River insures *** ***, a division of ***James River provides both third party liability insurance coverage as well as first party collision coverage under specific conditions, including when the driver is either en route to pick up a passenger or is in the process of transporting a passengerIn this case the driver, Mr***, was on a trip with a passenger, so that collision coverage with James River appliesCollision coverage under the James River policy is subject to a $1,deductible. The initial loss notice came to our office on 02/17/after business hoursThe claim was quickly assigned to a Claims Examiner the next dayOn 02/19/2015, we contacted Mr. ***He advised us his car was in the shop at *** *** in AtlantaAfter we spoke with Mr***, we immediately called *** *** and spoke with the shop manager, *** said there was no reason for James River to send an appraiser to inspect the car, because the repairs had already started and were pre-authorized by *** *** Insurance Company, the personal auto carrier for Mr***Apparently Mr*** had already reported the claim to his personal auto insurance carrier, *** ***, before James River was notified of the claim. Because the repairs had already begun before James River was notified, and because *** *** had already agreed to pay Mr*** for the damages to his automobile, James River was unable to interveneWe explained this to Mr*** over the phone*** *** may attempt to subrogate against James River to recover sums it has paid Mr*** for his collision claimWe will work with *** *** in that event. With regard to contact, Mr*** refused to speak over the phone beginning on 02/23/2015. Mr*** stated the following in an email dated 02/23/2015: “Hi, this is *** *** anything that we will discuss about the issue I would like to do through emailing so I can prove to legal authorities.” We have explained our position to Mr***, and we are happy to discuss the matter further at his request. We believe that Mr*** has been made whole by *** *** and that his concerns regarding communication have been addressed. We trust this answers all your questionsIf not, please feel free to contact me, as it is always our goal to provide prompt and courteous service to our customersDo not hesitate to contact me at Tel *** ***, Fax # *** *** or via Email: ***. Sincerely, *** *** Claims Manager James River Insurance Company

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]
Regards,*** ***

Good Morning,We received Revdex.com Complaint/Case# *** on May 5, with a response due by May 12, 2017. This matter is currently being resolved with the customer, Ms*** ***This accident was reported to James River on April 26, by the Rideshare Driver, Mr
*** ***. We spoke with Mr*** on April 28, and he indicated he on **th Street stopped at a red lightMr*** stated he was transporting a rider, ***, at the time of lossMr*** stated his light turned green so he entered the intersection and was struck by Ms***, who was traveling on * StreetMr*** indicated the *** *** *** performed an investigation and no citations were given. We spoke with Ms*** on April 28, and she indicated she was traveling on * Street with the green light when Mr*** entered the intersection without the right of wayMs*** stated a police report was filed but Mr*** provided his personal auto insurance, and not James River Insurance Company's policy. We spoke with *** on April 28, and she indicated she was not paying attention when the accident occurredShe stated there were witnesses who saw the loss but she did not obtain their information. We spoke with Ms*** on May 5, and indicated we were waiting on a copy of the police report and witnesses' statements before determining liability. We spoke with Ms*** on May 11, and informed her we are accepting liability for this lossMs*** infonned us she was responsible for paying her deductible with ***, her personal insurance company, as a result this accident and was looking for reimbursementWe explained to Ms*** we will contact *** to determine the deductible amount and reimbursement of the sameWe spoke with *** on May 11, who indicated they would pay the deductible back to Ms*** directly and send us the property damage documents when they become availableWe spoke with Ms*** after speaking with *** on May 11, and advised her of the sameShe will await her deductible reimbursement from *** for the above loss. If you have any questions or wish to discuss any of the above, please do not hesitate to contact me at Tel *** ***, Fax# (***) ***-*** or via Email: *** Thank you, Sean C***Claims ManagerJames River Insurance Company*** *** *** Street, Suite ***, VA 23230Direct Dial - ***Fax - *** To report a claim please email loss notice to ***@jamesriverins.com. For information on all James River products, visit our website atwww.jamesriverins.com. E-MAIL CONFIDENTIALITY NOTICEThis e-mail and any attachments are confidential and protected by legal privilegeIf you are not the intended recipient, please let us know our errorThank you

Dear Ms***: We are in receipt of your inquiry into this claim dated February 23, According to your correspondence, Mr*** stated that James River Insurance Company (“James River”) has not reimbursed him for his out of pocket rental expensesThe purpose of
this correspondence is to respond to the complaint. We provide below a summary of the claim fileThis was an unfortunate case in which the Partner Driver made an unsafe lane change and struck Mr***’s vehicleLiability was accepted and payment for the repairs to Mr***’s vehicle was issuedHowever, the claimant was not reimbursed for his out of pocket rental expenses in errorUpon receipt of this notice, payment was issued to Mr*** on February 27, 2018, in the amount of $***We apologize for the oversight. James River, does not waive any of its rights nor does it waive any of the terms, conditions or provisions of the policy of insurance; James River specifically reserves all of its rights and remedies under the policy, and under the statutes and common law. Should you have any additional information for us to consider, please forward it to us as soon as possible. If you have any questions or wish to discuss any of the above, please do not hesitate to contact me at Tel (*** ***, Fax # (804) 420-or via Email: ***. Sincerely, Megan D***

We are in receipt of your inquiry into this claim dated May 15, Unfortunately, we did not receive your initial notice regarding this claim, and we therefore apologize for not sending a response soonerAccording to your correspondence, Ms*** stated that James River
Insurance Company (“James River”) has not been willing to pay for the damages to her vehicle, and that we had advised her that our coverage would be provided on an excess basis. Upon receipt of the complaint, we contacted Ms*** immediately to address her concernsWe discussed the coverage that was available to her and the differences between our liability and physical damage/collision policiesThe policy at James River does indeed provide liability coverage on an excess basis onlyHowever, the physical damage/collision policy that is available provides coverage on a primary basisWe addressed the issues she presented to us when we contacted her on May 19, 2017, and apologized for any miscommunication that may have occurred. As of May 19, 2017, we have issued payment to Ms*** which resolved the complaints discussed in her correspondence. If you have any questions or wish to discuss any of the above, please do not hesitate to contact me at Tel (*** ***, Fax # (***) ***-*** or via Email: ***. Sincerely, Megan D*** Claims Quality Assurance Specialist

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Here is a summary on the PD:The week of Nov. 9th is when the body-shop assessed the vehicle and found additional damage, damage was over the threshold and it was sent to the appraiser for further handling.  Dec. 2nd, I received call from [redacted] w/Custard Adjusters, advising that the vehicle was a total loss.  That is when [redacted] presented her offer to me.Dec. 3rd lawyer sent email to [redacted] re; confirm our conversation, she was still reviewing the additional information as to the value of the vehicle.  Counsel advised [redacted] to email them once she had that completed.No response.Dec. 7th lawyer sent email to [redacted] after their telephone conversation re; sent her a copy of the vehicle-purchase contract.  Counsel also advised her that she should have sent them an email advising that she needed additional information, since they spoke to her Thursday Dec. 3rd and she never mentioned more documents were required for her evaluation of the value of the vehicle.  They also sent her an email Friday Dec. 4th, she never responded or advised that additional information was needed.On or about Dec. 9th [redacted] advised that the offer would remain the same.My greatest frustration is the time between Nov. 9 and Dec. 2, almost an entire MONTH during which I was without transportation and unable to work because of this. That is the negligence I want documented and addressed by whomever oversees companies like James River and their affiliates. 
Regards,
[redacted]

Dear [redacted]: We are in receipt of your inquiry into this claim dated June 19, 2017. According to your correspondence, [redacted] has stated that James River Insurance Company (“James River”) has withheld a [redacted] deductible, despite the fact that he was deemed not at...

fault for the accident. We provide below a summary of the claim file. This is an unfortunate case involving disputed liability. Based on the investigation James River has completed, the other vehicle made an illegal u-turn from the far right lane, causing contact. You were simply proceeding straight in your lane. James River has attempted to contact the other driver’s insurance carrier multiple times to confirm their liability decision; however, so far to date they have not responded. There is collision coverage available to you for the damages to your vehicle, regardless of fault, which is how your claim for repairs was processed. The Rasier policy at James River carries a [redacted] collision/comprehensive deductible, as indicated on the policy information listed below. Please review the coverages available under the CA436300CA Business Auto Physical Damage Policy issued to Rasier LLC by James River, Policy Number CA436300CA, effective 03/01/2017 to 03/01/2018. This policy provides the following coverages: Symbol 4 Actual Cash Value or Cost of Repair, Physical Damage Comprehensive Whichever is Less, Minus Coverage [redacted] Deductible For Each Covered Auto, But No Deductible Applies to Loss Caused By Fire or Lightning Claims Department James River Insurance Company 6641 West Broad Street, Suite 300 ? Richmond, Virginia 23230 ? 804.289.2700 ? Fax 804.420.1058 www.jamesriverins.com June 23, 2017 Page 2 of 3 Physical Damage Specified Causes of Not applicable Actual Cash Value or Cost of Repair, Loss Whichever is Less, Minus Coverage $ Deductible For Each Covered Auto, for Loss Caused By Mischief or Vandalism Physical Damage Collision Coverage Symbol 4 Actual Cash Value or Cost of Repair, Whichever is Less, Minus [redacted] Deductible For Each Covered Auto Therefore, a [redacted] deductible has been applied to your claim for damages to your vehicle. As previously indicated to you, there is a process called subrogation and/or arbitration, through which James River can attempt to recover both your deductible amount as well as any damages that were paid above the deductible amount. Unfortunately, that process can take some time. Your subrogation/arbitration case has been referred to our third party administrator for handling, and has been filed via Arbitration Forums. James River’s evidence has been submitted, and we are now waiting for the other driver’s insurance carrier to submit their response/evidence. The due date for them to submit their evidence is July 21, 2017. The case is estimated to be heard by an arbitrator (an independent third party), by September 21, 2017. James River will do our best to keep you in informed as to any updates or new information in the intervening time, and will let you know as soon as possible once we have been notified that a specific hearing date has been set. In addition, once the outcome/results of the hearing have been communicated to us, that will then be communicated to you as well. James River, does not waive any of its rights nor does it waive any of the terms, conditions or provisions of the policy of insurance; James River specifically reserves all of its rights and remedies under the policy, and under the statutes and common law. Should you have any additional information for us to consider, please forward it to us as soon as possible. If you have any questions or wish to discuss any of the above, please do not hesitate to contact me at Tel (804) 281-3377, Fax # (804) 420-1058 or via Email: [email protected]. Sincerely, Megan Dalton

We are in receipt of your inquiry into this claim dated August 23, 2017. According to your correspondence, the complainant has stated that James River Insurance Company (“James River”) has not completed an estimate for the repairs of the damages to his vehicle in a timely manner and...

has not provided him with a rental vehicle. The claim was reported to us on August 9, 2017. We contacted Mr. [redacted] on August 10, 2017, obtained his statement, and advised him of the next steps and the coverages that were available to him. We were in contact with Mr. [redacted] several times again, both via email and via telephone, over the following weeks. The physical damage/collision policy that is available through James River provides coverage on a primary basis; however, the involved vehicle must carry collision and/or comprehensive coverage on the personal auto policy in order for the collision coverage under the James River policy to apply. The declarations page from the personal auto policy is requested so that we can confirm that the involved vehicle is insured for collision and/or comprehensive coverage. In addition, there is no rental coverage provided under this policy. This was explained to Mr. [redacted] when we spoke with him initially on August 10, 2017. However, a partial declarations page was not received from Mr. [redacted] until August 18, 2017. Upon receipt of this complaint, we contacted Mr. [redacted] again immediately on August 23, 2017 to address his concerns, and made sure he was aware of what was needed from him in order to process his claim. A full declarations page was finally received from Claims Department James River Insurance Company

Good morning, Attached please find a response to the above noted inquiry.  Please do not hesitate to contact me directly should you require anything further. Thank you,
[redacted]
[redacted]
[redacted]

James River Insurance Company (“James River”) is in receipt
of The Revdex.com Complaint No. 11491614 filed by [redacted] J. [redacted]. Your cover letter
is dated 01/17/2017; however, we did not receive your letter until 01/20/2017.
Since receiving The Revdex.com Complaint we...

have reviewed the claim
file. Below is a brief summary of the claim to this point.James River Insurance is the
insurance carrier for [redacted] Our policy provides Property Damage Liability
Coverage and Bodily Injury Liability Coverage for [redacted]s.   In this case, the Rideshare
Driver, Shelandra, was transporting,
[redacted] when she was involved in a two car collision at an intersection.
Our investigation determined Ms. [redacted] was at fault for the loss and Mr.
[redacted] injuries. The initial loss notice came to our office on 06/15/2016.
On 06/16/2016, we learned of Mr. [redacted] injury and the claim was transferred
to our bodily injury examiner NuDasha [redacted].On 06/222016, the examiner hired an independent adjuster to
assist her in gathering medical records from Mr. [redacted].  The independent adjuster called Mr. [redacted] on
06/30/2016. Mr. [redacted] said he was originally represented by another firm, but has
since retained [redacted]. A voicemail was left with a gentleman named Josh with the
law firm on 06/30/2016.  We did speak
with the law firm, and they agreed to allow us to take their client’s
statement.  On 09/28/2016, we received
some of Mr. [redacted] medical bills. On 12/12/2016, our independent adjusting firm sent James
River a demand from [redacted].  On 01/05/2017, we
received all of the medical records, bills and a summary of same. Ms. [redacted]
called Mr. G[redacted] attorney on 01/24/2017, and a settlement offer was extended.  We expect Mr. [redacted] claim to be resolved
within the next week.James River does not believe the Complaint was justified,
and the examiner handled the subject claim in a timely, courteous and
professional manner.  If you have any
additional questions or concerns, do not hesitate to contact me.Sincerely, Scott L[redacted]Assistant Claims ManagerPh: [redacted]F: (804) 420-1058[redacted]